Sales & Reservations Coordinator

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

About the location:

The vibrant new centrepiece of the city's Golden Square Mile. Chic and sleekly modern, Four Seasons Hotel Montreal forms the vibrant new epicentre of the Golden Square Mile. Dine at our stellar restaurants and shop at the luxurious Holt Renfrew Ogilvy. In this world capital of style and culture, Four Seasons savoir faire helps shine a fresh light on the city.

Job Summary

The role of the Sales & Reservations Coordinator is to assist the sales team in administrative tasks, notably by entering the reservations received in Opera according to hotel standards and instructions from sales managers. The coordinator will be responsible for selling the hotel and providing information to prospective guests, capturing sales from incoming calls, and coordinating reservation details to ensure guest satisfaction.

Core Responsibilities

Sales Support and Client Communication

• Ensure effective coordination between the Reservations Team, Front Office Team, Finance Team, and other departments regarding guest preferences, special requests, updates, and modifications related to incoming or potential groups, programs, and individual bookings within the Sales and Marketing department.
• Assist with Sales and Marketing efforts, responding to general inquiries and client requests via email and telephone.
• Field incoming inquiries and direct them to the appropriate department or recipient.
• Provide support to the Sales and Marketing team, including contract turnovers, merging contracts, billing and invoice coordination, and follow-up.
• Process reservation requests from the sales and marketing department as well as requests from the leisure and corporate markets.
• Regularly communicate with clients, hotel managers, employees, and the Corporate Office to ensure seamless communication and service delivery.
• Handle property collateral and image requests, ensuring timely and accurate responses.
• Maintain databases of leads, companies, contacts, sales activities, and traces in Salesforce.com.
• Assist with scheduling and coordinating sales appointments for the Sales and Marketing team.
• Support customer event coordination in collaboration with the Sales and Marketing team.
• Maintain and update client presentations with current property and market information.
• Download and update global sales presentations and account review templates from shared tools.

Reservation Management and Guest Communication

• Capture sales from incoming reservation calls, ensuring accurate booking details and completion of internal reservation forms.
• Respond within standard deadlines to all reservation requests sent.
• Ensure that all reservations are made according to specific market standards and contain all relevant information.
• Handle all guest interactions (email, telephone, and electronic communication) with professionalism, accommodating special requests whenever possible.
• Provide guests with information about hotel services, facilities, high-speed Internet, telephone, facsimile services, and directions.
• Track and manage special requests for sales and marketing programs/reservations.
• Contact corporate clients or Preferred Partners travel agents to clarify preferences or requests prior to arrival.
• Communicate complaints or special requests from guests to the market manager, ensuring prompt resolutions.
• Monitor and follow up on Front Desk reservations, addressing recurring issues and communicating special attention needs (e.g., VIP guests).

Reporting and System Maintenance

• Maintain Golden Sales & Catering accounts, including updating traces, creating and updating bookings, and system maintenance.
• Complete weekly/monthly reports, including forecasts, sales reports, function room occupancy, availability reports, and account lists.
• Run and write Golden Sales & Catering reports for catering and group needs, including mailings and follow-ups.
• Run monthly reports associated with Corporate Month-End and complete the month-end tracking spreadsheets.
• Perform updates in Golden Sales & Catering systems as instructed, including contract updates, menu input, and BEO (Banquet Event Order) training/maintenance.
• Write and distribute accurate written correspondence including letters, contracts, reports, and emails using MS Word, Golden Sales & Catering, and Outlook.

Administration and Office Support

• Ensure that sales contact lists for all hotels are kept up to date.
• Provide main telephone coverage for the office and handle incoming and outgoing mail.
• Order office supplies and manage inventory.
• Process bills, invoices, and expense reports for Account Directors and senior managers.
• Update and maintain the office calendar by scheduling meetings, events, and appointments.
• Coordinate and order client gifts for special occasions or events.
• Provide IT support and troubleshoot office systems as needed.
• Run daily departmental reports, including operational reports for Sales & Marketing.
• Ensure compliance with Four Seasons’ standards for sales, marketing, and customer service, maintaining a professional and harmonious working relationship with all teams.

Other Responsibilities

• Perform additional tasks or projects as assigned by hotel management.

Qualifications and Skills Desired

• Excellent presentation skills and fluency in French and English.
• Good relational skills to match the expectations of high-end clientele.
• Good resistance to stress and the ability to manage it positively and effectively.
• Comfortable in a fast-paced environment.
• Strong team player.
• Interest and ability to provide outstanding service to internal, external, and supplier customers.
• Professional appearance and conduct with integrity at all times.
• Attention to detail and ability to perform multiple tasks in a dynamic environment.
• Organized, creative, meticulous, and resourceful.
• Excellent computer skills, including MS Word, Excel, Publisher, Power Point, and Opera and Golden Sales & Catering systems.
• 2 to 3 years of experience in a similar position.
• College degree in hotel management, administration, or related fields.

What's in it for you?

• Extended Health Coverage after probation.
• Discounts at MARCUS Restaurant and our 5-Star Spa.
• Employee recognition events and celebrations.
• Complimentary meals in our employee dining room.
• Retirement plan with employer contribution.
• Paid time off and additional floating holidays.
• Excellent training and development program.
• Employee Travel Program with complimentary stays at Four Seasons globally.

The list of tasks specified above is not exhaustive and will require constant adaptation to high activity situations and specific management of customer relations.